CRM Director - InnerWorkings

DIRECTOR CRM

Summary

·         Responsible for overall CRM planning and operations

Role: “Leader”

The CRM Director is an experienced marketing and planning professional with expert knowledge in Relationship Marketing and Direct Response. This position is shared across the portfolio and is charged to deliver sound CRM strategy and identify ways to demonstrably add value to our clients' business in support of their business goals:

·         Develops and substantiates comprehensive, integrated CRM programs and solutions- using data-driven recommendations- all geared to help move the business forward

·         Works to foster a team environment and knowledge sharing to ensure delivery of optimized RM that are on strategy, on time and within budget

·         Builds and maintains strong relationships as a trusted CRM partner with client

·         Represents the Agency’s CRM leadership on a day-to-day basis with the Client and within the Agency, providing strategic vision and directing flawless execution 

·         Inspires, motivates and directs extended team-knowing how to balance pushback and challenging status quo with collaboration and partnership

·         Comfortable partnering to co-develop market research that surfaces consumer insights all along the adoption and adherence pathway

·         Ability to work seamlessly within an integrated, multichannel agency

·         Passion for healthcare is a plus

Specific Responsibilities:

·         Develop and maintain understanding of the client's business, products and market conditions

·         Ensure strategic alignment of each CRM client project and integration with digital, in-office, GA TV/print, while serving as a valuable team member that works closely with account team and creative(s)

·         Keep abreast and demonstrate application of current trends and advances in the marketplace and RM industry, both on- and off-line within and out of the category

·         Work closely with extended team to write CRM project briefs, Message Matricies, Communications Architecture/Flows, Content Calendars, and other documents for clients and internal teams

·         Develop segmentation strategy and optimize performance of targeted campaigns, messaging, and programs

·         Demonstrate understanding of database, data flows, business rules and use the knowledge to create plans, recommendations, and optimizations

·         Determine and monitor optimal channel planning for each program including making the business case and providing rationale for:

• Email
• Direct Mail
• Telemarketing/Specialized phone services
• In-office tactics
• CRM-related Digital (sites, landing pages, registration, etc.)
• Other Direct Response lead generation tactics

·         Develop testing strategies, learning agenda, measurement plans, and KPIs

·         Lead integrated analysis and own tactical and program optimization recommendations

·         Partner with other agencies to deliver seamless experiences including:

·         Develop CRM client recommendations and POVs that proactively deliver ideas to meet client objectives

Process and Organization

·         Accurately assesses and secures resources to generate insightful client recommendations

·         Aids in the education of all agency/client team members in CRM from process through best practices including formal on-boarding sessions as well as regular updates

·         Ensures that company and client processes are defined and followed

·         Participates in integrated team meetings with multiple agencies

Characteristics and Qualifications

·         Requires at least 10 years’ experience in marketing or communications

·         Bachelor’s degree or higher

·         Demonstrates the skills to foster effective teamwork and strong relationships

·         Demonstrates strong problem-solving skills, initiative, and consistently adds value

·         Commands and fosters an environment of respect, collaboration and trust

·         Strong analytic and problem-solving skills

·         Demonstrates adaptability and flexibility